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研究生： 劉珍妲
Jidapa Jaicham
論文名稱： Case study of training program at hotel X
Case study of training program at hotel X
指導教授： 葉穎蓉
Ying-Jung Yeh
口試委員: Cheng-Kang Chen
Cheng-Kang Chen
Shih-hao Lu
Shih-hao Lu
學位類別： 碩士
Master
系所名稱： 管理學院 - 企業管理系
Department of Business Administration
論文出版年： 2019
畢業學年度： 107
語文別： 英文
論文頁數： 52
中文關鍵詞： Human Resource Management 、Training program 、PDCA cycle
外文關鍵詞： Human Resource Management, Training program, PDCA cycle
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    • The purpose of this thesis is to investigate how training at hotel X influences the organizational performance. The study mainly focuses on evaluation of training implementation at the hotel X according to PDCA cycle. Also, this study identifies opportunities for its future growth and for the improvement in training practice.
    Hotel X has become the biggest hotel chain in the world in the recent years after combination with Y and Z corporations, the travelers now have their choice of 29 brands and more than 67,00 hotels in 130 countries and territories. Hotel X was ranked as the top 100 best companies to work for in 2016, the top 50 of most innovative companies in 2018, and got the Champion Award for the workplace excellence diversity.
    One of the key factors of this success is their incredible performance of training program. They provide an opportunity for all staff to access the variety of training sessions and these bring the massive positive outcomes to the hotel such as a decreased turnover rate and an increased guests satisfaction evaluation.
    The findings from this study suggest that the PDCA cyle may help to develop the training program that involves the planning, implementing, assessing and adjusting training

    The purpose of this thesis is to investigate how training at hotel X influences the organizational performance. The study mainly focuses on evaluation of training implementation at the hotel X according to PDCA cycle. Also, this study identifies opportunities for its future growth and for the improvement in training practice.
    Hotel X has become the biggest hotel chain in the world in the recent years after combination with Y and Z corporations, the travelers now have their choice of 29 brands and more than 67,00 hotels in 130 countries and territories. Hotel X was ranked as the top 100 best companies to work for in 2016, the top 50 of most innovative companies in 2018, and got the Champion Award for the workplace excellence diversity.
    One of the key factors of this success is their incredible performance of training program. They provide an opportunity for all staff to access the variety of training sessions and these bring the massive positive outcomes to the hotel such as a decreased turnover rate and an increased guests satisfaction evaluation.
    The findings from this study suggest that the PDCA cyle may help to develop the training program that involves the planning, implementing, assessing and adjusting training

    Abstract .....................................................................................................................................4 Acknowledgement .....................................................................................................................5 Chapter 1: Introduction ............................................................................................................1 1.1 Research Background ............................................................................................................1 1.2 Research Objective ................................................................................................................1 1.3 Research Content ..................................................................................................................2 1.4 Research Framework .............................................................................................................2 Chapter 2: Literature review ....................................................................................................3 2.1 Introduction ...........................................................................................................................3 2.2 Defining Human Resource Management ...............................................................................3 2.3 Staff training .........................................................................................................................4 2.3.1 Definition of training ......................................................................................................4 2.3.2 The importance of training in hotel industry ....................................................................4 2.5 Common challenges of staff training in the hospitality industry .............................................5 2.6 PDCA Cycle and its application in training program .............................................................6 2.7 Thailand Tourism and Hotel Industry ....................................................................................9 Chapter 3: Research Methodology ......................................................................................... 12 3.1 Introduction ......................................................................................................................... 12 3.2 Qualitative Research............................................................................................................ 12 3.3 Selection of Case Method .................................................................................................... 14 3.3.1 Case Studies ..................................................................................................................... 14 3.3.2 Semi-Structure Interview .................................................................................................. 15 3.4 Case Study Design .............................................................................................................. 16 3.5 Case Selection and Data sources .......................................................................................... 16 3.6 Data collection .................................................................................................................... 18 3.7 Compilation of Data ............................................................................................................ 19 Chapter 4: Case study- Staff Training in practice ................................................................. 20 4.1 Thai tourism and hotel industry SWOT analysis .................................................................. 20 4.2 Background of the case company ........................................................................................ 22 4.3 X Corporation strategy ........................................................................................................ 24 4.4 Introduction of the case hotel ............................................................................................... 25 4.5 Hotel services and facilities ................................................................................................. 25 4.6 The overview of Training System ........................................................................................ 26 4.7 Training Department’s responsibilities ................................................................................ 27 4.7.1 Plan .................................................................................................................................. 28 4.7.2 Do .................................................................................................................................... 28 4.7.3 Check ............................................................................................................................... 32 4.7.4 Act ................................................................................................................................... 35 Chapter 5: Summary, conclusion and recommendations ...................................................... 39 5.1 Introduction ......................................................................................................................... 39 5.2 Summary of findings ........................................................................................................... 39 5.3 Conclusion .......................................................................................................................... 40 5.4 Recommendations ............................................................................................................... 41 5.5 Direction for future research ................................................................................................ 41 References................................................................................................................................ 43

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